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Director, Professional Services
Houghton Mifflin Harcourt
Dallas, TX, United States
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The objective of the Director, Professional Services is to effectively manage and lead a team of aligned Managers of Professional Services in the execution of premier service design and delivery that results in high-levels of customer satisfaction and renewed and/or expanded services. In addition, the Director, Professional Services is responsible for developing and scaling operational processes to support successful implementation of HMH products and services in aligned accounts. The Director, Professional Services will work collaboratively with specialists and sales team members to drive revenue and develop and execute strategic program services projects. The Director, Professional Services reports to the Vice President, Professional Services.
Capacity Building
• Maintain a highly qualified regional service team through ongoing recruiting, hiring and training practices
• Mentor managers with potential for advancement
• Monitor regional statistics on certification path completion
• Monitor regional statistics on training survey report data and provide feedback as needed
• Monitor regional statistics on key account KPIs and provide feedback as needed
• Evaluate manager performance
• Collaborate with managers, professional services to ensure that the consultant team is prepared to deliver high quality professional services for all HMH products
Program Services Systems and Operations
• Lead managers in developing and executing cross-organization implementation plans, processes and meetings to ensure results and the delivery of service for aligned accounts
• Ensure that implementation issues, successes, challenges, questions and concerns specific to each aligned account are documented and reported on a quarterly basis
• Liaise with national technical services staff regarding open technical planning, technical audits, installation and service requests, and open cases
• Facilitate appropriate operations processes to ensure accuracy in scheduling and proof of delivery
• Support managers in analyzing reports to promote effective use of products and assessment score correlations and goal setting
• Provide clear expectations for managers regarding data collection, analysis and reporting
• Monitor and manage territory budgets, revenue and expenses in order to maintain profit margins in collaboration with Vice President, Professional Services
• Monitor records of services provided for completion, tone, and accuracy
• Manage and maintain profit margins for territory based on budget goals
Sales Support
• Collaborate with Implementation management teams to identify sales opportunities for additional products and services from existing customers
• Ensure product and service upsell strategies are integrated into service delivery
• Work collaboratively and in partnership with sales to drive revenue across all organizations as well as sustain implementations
• Collaborate with management teams in writing RFPs, proposals and other documents
• Execute high-level specialized presentations
• Represent the regional and/or national service team and field needs on special projects, including the organization of events and development of new trainings, PD, products and support services
• Lead, facilitate, and/or present at summits, or other national events, sales meetings, or conferences
• Collaborate with sales team to brainstorm and provide possible solutions to complex implementation questions
• Monitor and ensure high levels of customer satisfaction through relationship building, quality service delivery and data and reporting.
Communication
• Participate in regularly-scheduled implementation calls (internal and external), as needed, to monitor implementation fidelity and progress toward goals
• Provide weekly/monthly updates to Vice President, Professional Services to report successes, challenges, needs, and recommendations
• Maintain ongoing communication with sales team, as needed
• Collaborate with partners in multi-organizational implementations
• Lead or participate in high-level district meetings as needed
• Support managers with presenting cross-organizational project implementation data to districts as needed
• Follow protocols and procedures as outlined in HMH Handbook
Territory Leadership and Management
• As assigned, act as executive sponsor for top accounts within alignment to provide high-level oversight and ensure customer satisfaction
• Ensure service partnerships are established with teachers and leaders using HMH products and/or services
• Lead or participate in high-level district meetings as needed
• Represent the regional and/or national service team and field needs on special projects, including events and development of new trainings, PD, products and support services
• Monitor and support progress to goal for territory bookings, billings and net revenue.
• Track and manage territory budget including field travel & expenses
• Track and manage territory day delivery goals
Day Delivery
• Deliver 10 days of service entitlements
Requirements:
• Minimum 4 year college degree
• Prior teaching experience
• Experience in school or district leadership position preferred
• Deep knowledge of current educational trends and initiatives
• Experience mentoring, coaching and/or teachers and/or leaders
• Previous operations or process development experience
• Basic understanding of school district technology environments and product deployment
• Expertise with PowerPoint, Excel and Word
• Demonstrate a professional, cross-organization team-oriented, attitude continuously
• Model excellent leadership skills within the region and nationally
• Demonstrate excellent organizational skills to manage a variety of systems and initiatives simultaneously
• Is willing to learn and manage multiple operational systems including Sales Force, and others
• Adhere to company ethical aspirations and credo
• Practice flexibility and implement innovative approaches to problem solving in challenging situations
• Demonstrate high-level communication skills that facilitate coherence across all partner organizations
• Display respect for colleagues’ talents
• Build internal and external relationships that foster credibility and trust
• Exhibit a command of all partner organization offerings including related professional services and associated opportunities
• Serve on ad-hoc committees and accept special assignments willingly
• Demonstrate exceptional leadership and team-building skills
• Demonstrate a professional, cross-organization team-oriented, attitude continuously
• Model excellent leadership skills within the region and nationally
• Demonstrate excellent organizational skills to manage a variety of systems and initiatives simultaneously
• Is willing to learn and manage multiple operational systems including TMS, Sales Force, and others
• Adhere to company ethical aspirations and credo
• Practice flexibility and implement innovative approaches to problem solving in challenging situations
• Demonstrate high-level communication skills that facilitate coherence across all partner organizations
• Display respect for colleagues’ talents
• Build internal and external relationships that foster credibility and trust
• Exhibit a command of all partner organization offerings including related professional services and associated opportunities
• Serve on ad-hoc committees and accept special assignments willingly
• Demonstrate exceptional leadership and team-building skills
• People managers at HMH enable and empower people to do their best work in an environment that encourages collaboration and innovation and fosters development and learning. They translate the company’s strategic vision, align their group’s work, and help individuals understand their impact on HMH’s success. They assess their direct reports’ performance and partner on career planning.
Physical Requirements:
• Might be in a stationary position for a considerable time (sitting and/or standing).
• The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.
• Ability to work in cross functional teams and as well as work independently
• Ability to travel up to 60%. Preferably lives in a major city allowing for reasonable travel times via commercial airline
ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
PLEASE NOTE:
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.
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